House of Bread & Pastries In Brighton — Restaurant in Melbourne

Extremely Disappointing and Unprofessional Customer Service Experience

I had ordered a caramel mud cake for a 30th birthday, and went to pick it up at 7:30 AM. I confirmed both my name and the cake order at pickup, and everything seemed fine—no indication that there was any issue.

Then, at 11:50 AM, I received a phone call from a woman who was not only extremely rude, but completely unprofessional. She demanded I return the cake immediately because, according to her, I had been given the wrong one. I explained that I was already at work, 30 minutes away, and had no way to return the cake. Her response? She accused me of intentionally taking the wrong cake and said I should have known the difference in size between the cakes—because apparently there were two orders under the name “Kelly” for a caramel mud cake. (Highly coincidental, but sure.)

Despite me clearly having no idea about any mix-up, she insisted I pay $25 over the phone for the supposed error—their error. I said I wasnt going to. She wished bad karma on me and hung up.

I was left with:

A cake with the wrong name on it,

Having been blamed, spoken to appallingly, and then someone trying to financially penalised for their error.

This was meant to be a special occasion, and not only failed to deliver the correct order but also handled the situation with shocking rudeness and immaturity. I’m genuinely stunned that this is how customers are treated.

no one deserves to be spoken to like that—especially when the mistake wasn't theirs...

The best scones, piled high with jam and cream, have had in a long, long time. Also really good cheese twists, wholemeal salad sandwiches, carrot cake and more. A vast range of sweet treats and hot and cold savoury options. Great coffee and great service. Cannot recommend highly enough. 17.8 oh no, no scones! Well tried jam donut instead, delicious. Quite a big solid donut too. Brought a danish and carrot cake for husband and for friend who likes choc chip cookies the biggest choc chip cookie I have ever seen! 22.8 scones, jam donut, vanilla slice, cheese sticks, dinner rolls, hot spinach roll and vegetarian pastie and salad sandwich on rye. H.O.B. very popular so always try to get there early to have wide selection. 2.8 scones and sandwiches, salad for me, ham and salad for husband. 24.4.25 brought hot cross bun and delicious Anzac biscuits. Sift and chewy, just like my mother used to make, so much nicer than hard rocks get in...

I bought 3 small gingerbread men yesterday for myself and 2 friends. The gingerbreads were all stone hard and I broke off half of a molar tooth on first bite. Rang them. The owner John rang back today to talk. He said sorry. Will give your money back, but said “I have been making them like that for 20 years. I said “No. You couldn’t sell these to kids or adults. They will break teeth. My friends dunked them 3 times in coffee and they were still rock hard and couldn’t be eaten. Not normal. John said “I’ve broken a tooth on a piece of bread before.” I said “this is rubbish. I will have to pay over $350 to fix my tooth.” He said “these things happen as we get older.” I said “I have all of my teeth intact.” I handed phone over to my disabled friend’s carer who also told him they were hard like stone. What an...